Case Study: Global Mining Equipment Manufacturing and Services Company achieves 20% field engineer productivity boost and 90% SLA attainment with ServiceMax

ServiceMax to Raise Operational Efficiencies and Customer Satisfaction of a Global Mining Leader

A global leader in mining equipment manufacturing and services, employing over 6,000 service professionals across roughly 100 service centers, struggled with legacy, paper-based processes (Lotus Notes and a home‑grown field system) that were inefficient and error‑prone. Slow communications between call centers, engineers, and customers, lack of KPI visibility for managers, and the need to support technicians working offline led to delayed appointments, missed SLAs, and poor technician enablement.

The company implemented ServiceMax to digitize field service—adding mobile/offline work orders, integrations with SAP and Salesforce, a dispatch console, and end‑to‑end digital invoicing. The transformation delivered a 20% boost in field engineer productivity, SLA attainment rise to 90% (from 75%), 100% digital work order and invoice processing, faster response times, shorter billing cycles, and improved customer satisfaction, enabling a planned global rollout.